Sheliece Dugan
Philadelphia,PA
Summary
Accomplished assistant store manager as well as customer service expert skilled at building atmosphere of collaboration and performance excellence to provide every customer with exceptional experiences and promote brand loyalty. Energetic creative coordinator skilled at focusing on finding solutions and meeting deadlines. Committed to producing quality set designs and murals. Effectively oversee and align processes with dynamic conditions while increasing efficiency and maximizing profits. Motivational leader skilled at building relationships with customers, employees and senior management. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Account Manager
Quench
10.2022 - Current
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
- Oversaw new business development and customer servicing
- Liaised between account holders and various departments.
Assistant Store Manager
Bath And Body Works, Limited Brands
06.2018 - 09.2022
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures
- Rotated merchandise and displays to feature new products and promotions
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Planned, implemented and tracked sales and marketing strategies to promote brand products.
Customer Service Representative
Anthem Blue Cross
05.2013 - 06.2018
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Recommended products to customers, thoroughly explaining details
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Responded to customer comments and questions via LiveChat during shifts
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Researched issues through identification of similar past problems and recommended most appropriate solution
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
Education
Associate of Arts - Business
University of Phoenix
07.2014
High School Diploma -
03.2011
Skills
- Employee Motivation
- Team Leadership
- Recruitment and Hiring
- Decision Making
- Focus and Follow-Through
- Customer Service Management
- Desktops, Laptops and Mobile Devices
- Multitasking and Prioritization
- Upbeat and Positive Personality
- Telephone etiquette
- Microsoft expertise
- Visual communication expertise
- Critical Thinking
- Multitasking and Organization
- Goal Setting
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Customer Retention Strategies
- Efficient and Detail-Oriented
- Patient Follow-Up
- Data Entry Software
Timeline
Account Manager
Quench
10.2022 - Current
Assistant Store Manager
Bath And Body Works, Limited Brands
06.2018 - 09.2022
Customer Service Representative
Anthem Blue Cross
05.2013 - 06.2018
Associate of Arts - Business
University of Phoenix
High School Diploma -
Similar Profiles
Jeffrey CoeJeffrey Coe
Customer Service Representative at QuenchCustomer Service Representative at Quench
Penny SmythPenny Smyth
Customer Service Representative at QuenchCustomer Service Representative at Quench
Emilee GibsonEmilee Gibson
Barista at QuenchBarista at Quench
Bhavana JonnaBhavana Jonna
Sr. QA Infrastructure Analyst / Software Engineer in Test at Lucid MotorsSr. QA Infrastructure Analyst / Software Engineer in Test at Lucid Motors
Angelique Rosario-SotoAngelique Rosario-Soto
Bakery Department at Shoprite of Bridge and HarbisonBakery Department at Shoprite of Bridge and Harbison